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Opinion · Experience Journal

Ideas on experience, behavior & change.

Insights, frameworks and analysis from the Renascence team — on customer experience, behavioral economics, service design and the future of how brands serve people.

01 —Featured

This month's read.

The Core Customer Experience Framework Explained
Customer ExperienceAugust 2026

The Core Customer Experience Framework Explained

A CX framework is the architecture that turns customer-centricity from aspiration into a repeatable operating model. Here is what it must contain and why most fail.

Read the article

02 —All Articles

The Journal.

Good vs. Bad Journey Mapping Software: Side-by-Side ExamplesService Design

Good vs. Bad Journey Mapping Software: Side-by-Side Examples

Aug 2026
Journey Mapping Tools Analytics: Making Them Work in 2026Customer Experience

Journey Mapping Tools Analytics: Making Them Work in 2026

Aug 2026
Buy CX Design Services or Build Internal Capability?Service Design

Buy CX Design Services or Build Internal Capability?

Aug 2026
How Much of Customer Support Should You Automate?Customer Experience

How Much of Customer Support Should You Automate?

Aug 2026
Turning a CX Design Review Into ActionService Design

Turning a CX Design Review Into Action

Aug 2026
Where Customer Centricity Ends and Product Centricity BeginsCustomer Experience

Where Customer Centricity Ends and Product Centricity Begins

Aug 2026
What a CX Design Review Should Actually CoverService Design

What a CX Design Review Should Actually Cover

Aug 2026
CX Guides Worth Downloading: A Practitioner's Honest ReviewCustomer Experience

CX Guides Worth Downloading: A Practitioner's Honest Review

Aug 2026
Journey Mapping Software Examples Worth StudyingService Design

Journey Mapping Software Examples Worth Studying

Aug 2026
Leading Solutions for Automating Customer Support InquiriesCustomer Experience

Leading Solutions for Automating Customer Support Inquiries

Aug 2026
In-House vs. Consultant-Led Journey Mapping for B2BService Design

In-House vs. Consultant-Led Journey Mapping for B2B

Aug 2026
Customer Centricity vs Product Centricity: How to ChooseCustomer Experience

Customer Centricity vs Product Centricity: How to Choose

Aug 2026
Customer Experience Design as a Service: What It Actually MeansService Design

Customer Experience Design as a Service: What It Actually Means

Aug 2026
What Teams Get Wrong About Journey Mapping Tools and AnalyticsService Design

What Teams Get Wrong About Journey Mapping Tools and Analytics

Aug 2026
Turning Customer Feedback Into Real CX ImprovementFeedback Management

Turning Customer Feedback Into Real CX Improvement

Aug 2026
What a B2B Journey Mapping Consultant Must DeliverService Design

What a B2B Journey Mapping Consultant Must Deliver

Aug 2026
CX Design Specialist Salary: What Actually Moves the NumberCustomer Experience

CX Design Specialist Salary: What Actually Moves the Number

Aug 2026
The Link Between Analytics and Journey Mapping ToolsDigital Transformation

The Link Between Analytics and Journey Mapping Tools

Aug 2026
Free vs. Paid Journey Mapping Software: What You Give Up Either WayDigital Transformation

Free vs. Paid Journey Mapping Software: What You Give Up Either Way

Aug 2026
How to Run a CX Design Review That Actually Changes ThingsService Design

How to Run a CX Design Review That Actually Changes Things

Aug 2026
Customer Centricity vs. Product Centricity: The Real DifferenceCustomer Experience

Customer Centricity vs. Product Centricity: The Real Difference

Aug 2026
Free vs. Paid Feedback Platforms: What You Give Up Either WayFeedback Management

Free vs. Paid Feedback Platforms: What You Give Up Either Way

Aug 2026
What McKinsey Says About Customer ExperienceCustomer Experience

What McKinsey Says About Customer Experience

Aug 2026

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